Omnichannel Solutions

Create quality customer experiences.Promote loyalty.Increase revenues.

Give customers a consistent experience across all channels.

Present a unified approach for a superior brand experience.

A consistent brand experience entails much more than adding

channels in silos. It requires tying phone and digital channels

together so a consistent, granular, and coherent view exists

for real-time interactions, and for critical recording and

compliance. Data must flow between channels to inform

and improve interactions so the agent has visibility into the

customer profile, and prior interactions across all channels –

phone and digital, self, and assisted service.

By seamlessly blending internet and phone-based service

requests into a universal contact routing engine, all customer

contacts are managed according to consistent business rules,

which allows cost and quality to be optimized. And when

information from CRM databases and back end systems is

incorporated into routing decisions and displayed to the agent,

customers receive personalized, effective service. Supervisors

gain access to unified real-time and historical reporting tools

to track trends and improve performance across all contact

methods. Agent quality is also assured through built-in

multichannel recording, agent forecasting, and scheduling

tools.

Put simply: An effective omnichannel solution allows you to

engage customers in long-term, profitable relationships, all while

containing costs and ensuring consistent quality improvement.

Get consistent service across all channels.

Customer service channel preferences are shifting rapidly. While

demand for phone service remains strong, consumers also expect

to conduct business via web chat, email, SMS, mobile devices,

social media, and video chat. While these new channels give your

business unprecedented opportunities to create quality customer

experiences that promote loyalty and increased revenues, this

promise only becomes a reality when channels are effectively

blended such that customers enjoy consistent and contextual

experiences across all contact methods.

Effective omnichannel service requires viewing the multichannel

experience through the eyes of your customer. It means

anticipating that customers may start in one channel and move

to another as they progress to a resolution. In short, it means

multichannel done right.

The need for an omnichannel approach is heightened by

widespread adoption of mobile devices and social media.

Consumers expect to resolve service issues in their spare time

using a mobile device, and they expect seamless connectivity

between mobile service and the contact center. The results of

these interactions – positive or negative – can be immediately

broadcast over social media channels such as Twitter, Facebook,

LinkedIn, and YouTube to influence perceptions of your brand.

Universal Queue • Provide a consistent customer experience through a single

routing engine for all interaction types.

• Enable agents to handle all interaction types with a universal desktop.

• Equip supervisors to dynamically move agents between channels.

• Define service levels for each channel.

Choose an all-in-one solution – on premises or in the cloud.

Interactive Intelligence offers an omnichannel solution designed for both cloud and on-premises deployment that is part of the

Interactive Intelligence Customer Interaction Center™ (CIC) – an all-in-one communications platform for multichannel customer

service, unified communications, and business process automation.

Digital channels such as email, web-chat, and SMS are installed with CIC and turned on by adding a license. A native mobile

application SDK is available. Packaged integrations to all major CRM solutions, as well as social media monitoring solutions and video

chat, are available.

Businesses choose the capabilities they need today and easily add to them in the future.

Intelligent Routing• Route voice and digital interaction types by dozens of

scenarios – agent skills, caller priority, customer value, data directed routing, context, and conditions.

Video Chat• Allow callers and agents to see, be seen, and collaborate.

• Quickly establish personal relationship with callers.

• Gain rich interaction and engagement.

Packaged CRM Integrations• Enjoy enhanced interface to major CRM solutions.

• Manage presence and service multiple interactions simultaneously.

• Use screen pop to display customer records automatically.

Voice Self-service• Automate simple tasks with Interactive Voice Response

(IVR).

• Deploy speech according to your needs with native (ISR) or third-party speech recognition.

Multichannel Workforce Optimization• Get a full view of the customer experience across all contact

channels, including what happens in the IVR.

• Forecast workforce demand and scheduling needs across channels.

• Evaluate performance across all contact channels with

Quality Monitoring.

• Improve the customer experience with real-time speech

analytics.

• Capture customer opinions with post-call surveys.

Email• Route emails to the agent or group most qualified and available to respond to the query.

• Apply business rules to speed priority email routing to

the right agent.

• Intelligently handle replies with an ACD queue – volumes tracked in CIC real time and historical reporting tools.

Web Chat• Provide live online help via desktop or smartphone.

• Enable customers to connect with live agents for real-time assistance.

• Agents can proactively reach out to customers while managing multiple chats at once.

SMS• Provide convenient, cost-effective service through inbound

and outbound SMS routing.

• Route text messages and other interactions according to business rules.

• Treat SMS as a separate, outbound touch point.

• Enable agents to chat with customers via SMS – or send one-

way personalized interactions.

Mobile

• Add communications and business process events into existing mobile apps.

• Offer self-service to customers with smartphones or tablets.

• Connect the mobile customer directly to the contact center

for service – callback requests, email, chat, and kicking off business processes.

• Provide contextual information to the agent.

Social Media Customer Service• Integrate with third-party social media monitoring tools.

• Use same routing engine for social media objects as any other interaction.

• Queue and route the social media activity to the next available agent based on key words, skills, and sentiment rating.

Interactive Intelligence Group Inc. (Nasdaq: ININ) provides software and cloud services for customer engagement, unified communications and collaboration to help businesses worldwide improve service,increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 20-plus patents and more than 6,000 global customer deployments, Interactive offers customers fast return on investment,along with robust reliability and security. The company gives even the largest organizations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors. Interactive hasbeen among Software Magazine’s Top 500 Global Software and Services Suppliers for 14 consecutive years, has received Frost & Sullivan’s Company of the Year Award for five consecutive years, and is one ofMashable’s 2014 Seven Best Tech Companies to Work For. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit www.inin.com.

© 2015 Interactive Intelligence. All rights reserved. | inin.com 127-OMN-ENG-1015

Improve the Customer Experience: Meet customer expectations and respond to evolving preferences by providing service via the channel they find most convenient.

Reduce Customer Churn: Decrease customer frustration by providing service options on preferred channels and eliminating the need to repeat information when shifting to a new channel.

Promote Customer Loyalty: Increase engagement by ensuring customers receive personalized service across all channels. Create Brand Advocates: Exceed customer expectations by offering channels such as social media and video that promote increased engagement and satisfaction rates.

Operational BenefitsIncrease Revenue Generation: Offer web chat and video chat sessions to improve shopping cart check-out rates. Ensure high priority sales calls are routed to the most skilled agent with relevant cross-channel data attached.

Improve Agent Productivity: Increase agent utilization by deploying agents to respond to emails and interact via web chat during periods of low call volume.

Track Service Levels by Channel: Get real-time, historical reporting across both voice and digital channels to measure and improve performance and ensure consistent service regardless of customer contact method.

Reduce Service Costs: Automate routine interactions through email, SMS alerts, and self -service while reserving high-cost channels for more complex matters.

Strategic Benefits